Refund and Return Policy
- Eligibility
Because most of our products are made to order and fulfilled by independent print on demand suppliers, our return and refund policy reflects both our and our partners’ procedures.
- Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or not as described, please contact us within 14 days of receiving your order with your order number and clear photos of the issue.
We’ll work with our print on demand supplier to resolve the problem quickly.
If the issue is confirmed, you may receive a free replacement or a full refund, depending on your preference.
- Change of Mind, Custom, and Personalized Orders
Because all items are custom made to order, we cannot accept returns or offer refunds for change of mind, incorrect selection, or buyer’s remorse.
This includes size, colour, or design changes once the order has been placed.
Personalized and custom-printed items cannot be returned or exchanged unless faulty or incorrect.
- How to Start a Return
To begin a return or report an issue:
Email us at Orders@stonehollow.co.uk, including:
Your order number
A description of the issue
Clear photos showing any damage or error
We will review your request and respond within 3 business days with next steps.
- Refunds
Refunds will be issued to your original payment method if your claim is approved.
Processing times may vary depending on your print on demand supplier and payment provider.
You will be notified when your refund is processed.
- Exchanges
Exchanges are only provided for defective or incorrect items. A new item will be created and shipped by our fulfilment partner if your request is approved.
- Non-Returnable Items
Except as required by law, the following items cannot be returned or refunded:
Custom or personalized items
Items returned more than days after delivery
Items that have been used, washed, or altered
- Print on Demand Suppliers
We fulfill orders via independent print on demand suppliers. Their return and refund policies may apply in addition to ours. If you need more details about our suppliers’ policies, please contact us.
- Statutory Rights
Nothing in this policy affects your statutory rights under UK law.
- Contact Us
If you have any questions about our Returns & Refund Policy, contact us at:
Orders@stonehollow.co.uk